The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. This allows them to be more demanding and less loyal than ever before. But what makes these customers tick and how will their characteristics evolve? Here are five important traits that are likely to define the customer next year and beyond.
As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. What were the hot topics and what were the major changes in the market? Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017.
The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.
All companies understand the importance of delivering a superior customer experience (CX). The combination of intense competition, more demanding customers and an increasing range of channels, mean that organisations have to continually improve the service that they offer to consumers if they are to retain business, whatever sector they are in.However, achieving a consistent customer experience is...
Analyst group Forrester has just released its 2014 predictions for customer service. It lists 12 trends that companies should be paying attention to, if they want to engage with customers and deliver the right experience for them in the year ahead.These trends are organised into four topics:1. Deliver pain free customer service Covering areas such as omnichannel, mobile and stand...
Now is the time of year when everyone looks forward and makes their predictions for 2014. Rather than add my thoughts to this debate, I’ve taken a look at the views of the great and the good from this time last year – and seen how many have actually become a reality. I’ve tried to be as extensive as possible in my research, spanning analysts, publications, experts and other softw...